Help Scout

MAY 12, 2021

In this article, we discuss the role of support teams in retaining customers and show how to combine high-quality, empathetic customer service with a deliberate focus on business growth. What is customer retention and how is it measured? Review “lost customer” feedback. Your sales team. Don’t make it worse.

Customer retention 117

Customer retention Finance Customer effort Analytics 117

ProProfs Blog

OCTOBER 30, 2021

This is where the importance of customer feedback plays its part. Collecting customer feedback guarantees you never stray too far from the customer’s needs. Even though it has both negative and positive sides, you’ll need both for consumer feedback to work for you. What is Customer Feedback?

Feedback 143

Feedback Surveys Customer centricity Metrics 143

TeleDirect

DECEMBER 25, 2024

Allow customers to switch between channels without losing context. Customer Relationship Management (CRM) Systems Store customer data and interaction history. Track and analyze customer trends to improve service. Predict customer needs using data-driven insights. The result?

Call Center 127

Call Center Customer Experience Technical Support First call resolution 127

ShepHyken

SEPTEMBER 7, 2020

Each week I read a number of customer service and customer experience articles from various resources. Winning means losing in the game of customer retention by Linda O’Grady. CMO) All too often retention is a blanket goal. ‘We My Comment: Feedback is crucial to the growth of your team members.

Construction 235

Construction Customer Service Feedback Customer retention 235

CSM Magazine

FEBRUARY 11, 2025

Product management and customer service constantly affect each other’s success through continuous feedback and adaptation. More specifically, they spot things like the annoying mobile banking menu that makes customers pause too long or the checkout process that sends users running to live chat.

Customer Experience 52

Customer Experience Management Front-line service Feedback 52

CSM Magazine

NOVEMBER 5, 2024

Dynamics 365 is a powerful tool for businesses focused on strengthening their customer service. The customer experience management market is on track to grow at a 15.4% compound annual growth rate (CAGR) through 2030, underscoring the rising importance of tools that centralize and improve customer interactions.

Customer Service 52

Customer Service Management Metrics Consulting 52

ShepHyken

JULY 26, 2019

Let’s Get Acquainted With the Term Customer Experience. Mainly referring to a customer’s perception of their overall interactions, customer experience has been considered as a critical driver of customer retention and acquisition. 5 Ways to Enhance Customer Experience. Try capturing feedbacks in real-time.

Customer Experience 301

Customer Experience Feedback Customer centricity Customer retention 301

The Petrova Experience

JANUARY 28, 2025

Businesses need customer feedback collection to thrive in a competitive market. Everyone thinks they are collecting and acting on customer feedback, yet 80% of US companies failed to increase customer satisfaction since 2010. And customer retention rates are plunging. Customer retention drops.

Feedback 40

Feedback Healthcare Surveys Customer retention 40

Callminer

FEBRUARY 4, 2021

While customer vulnerability isn’t new, it’s time companies take action to identify vulnerable customers and implement solutions to better equip company representatives and customer service agents to interact with customers experiencing vulnerability. To address the growing vulnerability in call center customer bases…”.

Call Center 345

Call Center Contact Center Finance Consulting 345

CSM Magazine

NOVEMBER 22, 2024

Understanding CIM Software Before delving into strategies for improving customer interactions with businesses using CIM software, it is crucial to understand what customer interaction management software involves. Proactive Customer Service Understanding and meeting customer needs is crucial for keeping them loyal to a business.

Management 52

Management Analytics Feedback CRM 52

Beyond Philosophy

OCTOBER 2, 2017

This is a classic example of companies blaming other people for their own failure to focus on what customers want. This happens when executives and managers blame poor customer retention on marketing or an ill-trained sales staff. And it happens in everyday customer interactions.

Customer centricity 332

Customer centricity Consulting Consulting Customer emotions 332

ShepHyken

OCTOBER 4, 2019

As your business nurtures a personalized and fruitful relationship with customers, chances are they won’t switch brands. In the words of Gallup, a management consulting company, customer engagement is a customer’s psychological or emotional attachment to a product, company, or brand. Principles of Customer Engagement.

Benchmark 311

Benchmark Customer retention Feedback Consulting 311

Beyond Philosophy

DECEMBER 23, 2015

Studies by Strativity, and other consulting organizations, among corporate executives have identified the financial benefits of increasing customer experience management-related resources. Today, businesses are able to measure their activities, impact of customer experiences, and customer relationship with unprecedented precision.

Chief Customer Officer 250

Chief Customer Officer Enterprise Customer centricity Consulting 250

ShepHyken

AUGUST 22, 2016

45 Ways to Improve Your Customer Churn Rate by Dev Tandon. TheKiniGroup) Here are 45 different ways for your team to reduce churn, at every step of the customer management process. My Comment: Losing customers is obviously not a good business strategy. My Comment: How can you increase customer retention?

Customer Service 0

Customer Service Customer retention Surveys Customer Experience 0

ROI CX Solutions

MAY 1, 2025

Companies can capture, understand, and respond to more customer insights than ever before in a variety of communication channels through sentiment analysis. Sentiment analysis is the real-time capture and understanding of customer feedback tracked in phone calls, text messages, emails, chats, and social media engagements.

Call Center 93

Call Center Coaching Contact Center Customer Care 93

Cincom

JANUARY 30, 2025

This clearly highlights that if companies limit themselves to standard loyalty programs, customers will not hesitate to leave, consequently cutting down a large chunk of your revenue. Thats where customer experience software enters. What is customer experience management?

Customer retention 40

Customer retention Customer Experience Analytics Feedback 40

Calabrio

MARCH 22, 2025

Best Practices Contact Center Management: Best Practices & Strategies for Peak Performance Share The modern contact center is no longer seen as a mere service function at the periphery of the business. Great customer experiences now come with a massive price premium and bad ones drive even the most loyal consumers away in a hurry.

Best practices 52

Best practices Contact Center Management Call Center 52

ShepHyken

MARCH 13, 2020

higher customer retention, 1.9x higher customer satisfaction rates” – Forrester. Another remarkable strategy to hit the bull’s eye is equipping your customer support staff with a smart and scalable help desk ticketing system. Help Desk Ticketing System – 5 Ways it Revolutionizes Customer Support: 1.

Customer Support 277

Customer Support Customer retention Customer Experience Management 277

CSM Magazine

FEBRUARY 6, 2025

Heres why a customer service roadmap is a necessity: Improved Team Alignment: A roadmap ensures your team understands shared objectives and works toward common goals. Customer Retention: Clear strategies lead to improved experiences, encouraging repeat customers. Measure, Learn, and Improve Customer service is dynamic.

Customer Service 83

Customer Service Journey mapping Wait times Self service 83

NobelBiz

FEBRUARY 25, 2025

Key Takeaways AI Transforms Call Centers: AI automates quality management, analyzing all interactions and improving service. Automated Scoring & Predictions: AI removes bias, enhances training, and anticipates customer needs. Many call centers are still stuck using outdated quality management methods.

Quality management 52

Quality management Call Center Management Coaching 52

Callminer

APRIL 30, 2020

The most successful companies have solutions in place for monitoring customer interactions and analyzing customer sentiment. This also ends the confrontation on a good note and leaves the customer feeling appreciated and heard.” Address customer concerns quickly. Head off issues preemptively by acting on feedback.

Customer Service 273

Customer Service Scripts Construction Feedback 273

customer sure

DECEMBER 21, 2024

What Is Customer Retention? Customer retention is the practice of keeping your customers loyal and engaged over the long term. Why Customer Retention Is Important If customer acquisition feels expensive, it is. Listening to your customers is only the first step.

Customer retention 62

Customer retention B2B Feedback Metrics 62

ShepHyken

JANUARY 28, 2022

This week we feature an article by Joy Gomez, founder of Field Promax , a company that helps organizations streamline and standardize their workflow, manage teams, communicate with customers, process work orders digitally, and grow their business. Customers play a crucial role in establishing the position of a business in the market.

CRM 190

CRM Sales Feedback Customer Support 190

TeleDirect

MARCH 20, 2025

Excellent service leads to: Increased customer satisfaction and loyalty Higher first-call resolution (FCR) rates Reduced call handling times Improved brand reputation and customer retention 18 Tips for Exceptional Call Center Customer Service 1. Teach stress management techniques to handle difficult calls.

Call Center 62

Call Center Abandon rate Customer Service First call resolution 62

ShepHyken

MAY 20, 2022

This week, we feature an article by Simona Benetinová, content manager at Nicereply , a company that helps organizations, of all sizes, provide outstanding customer service. She writes about customer loyalty and why your team should care about your brand’s Net Promoter Score. That’s what we commonly call brand loyalty.

Customer Service 200

Customer Service Best practices Surveys Feedback 200

TeleDirect

MARCH 20, 2025

In this blog, we will explore proven techniques to elevate call center performance, boost customer satisfaction, and ensure that your call center delivers top-notch customer service. Provide stress management techniques to help agents remain calm under pressure. Provide feedback to agents with specific, actionable advice.

Call Center 62

Call Center Multi-channel support Customer Service First call resolution 62

ShepHyken

AUGUST 14, 2020

The insurer managed to become a partner in the consumer’s day to day life and healthcare. It created a new path, a whole modern philosophy of customer experience. Put simply, now; CX is more about life journey rather than customer journey. You can use relevant keywords to monitor related conversations as well.

Customer Experience 261

Customer Experience Entertainment Sales Advertising 261

TeleDirect

MARCH 9, 2025

In this blog, we will explore the best practices to improve customer service speed, optimize workflows, and leverage technology-driven solutions to enhance call center operations. Why Reducing Wait Times is Critical for Customer Satisfaction 1. Studies show that 60% of customers will abandon a brand after multiple bad experiences.

Wait times 79

Wait times Call Center Abandon rate First call resolution 79

Cincom

APRIL 15, 2025

What is Customer Experience Management (CXM)? The customer experience management definition extends beyond traditional customer serviceit is an enterprise-wide strategy that integrates AI, automation, and real-time analytics to optimize every interaction across digital and physical touchpoints.

Customer Experience 40

Customer Experience Management Chatbots CRM 40

Nicereply

APRIL 27, 2022

To understand CXM and its importance, brands must first absorb the impact good (or bad) customer experience has on their customers and reputation. What is customer experience management (CXM)? Customer Experience is how a customer feels about your brand. 4 Use customer feedback to drive sales.

Customer Experience 104

Customer Experience Management Surveys Feedback 104

ChurnZero

DECEMBER 17, 2021

Customer acquisition and customer retention are cornerstones of building and maintaining revenue, but customer expansion — and a robust customer expansion strategy — can also be pillars of success. What is a Customer Expansion Strategy ? Why is Customer Expansion Important for SaaS Businesses?

Management 98

Management Upselling SaaS Education 98

Kayako

JULY 28, 2022

While customers may like more choices in product features, it turns out that more choices in customer service channels are not a plus. Adding more channels complicates customer relationship management, leading to many side trips and alternate routes, all of which the company must manage to avoid losing the customer.

Management 116

Management Customer Service Self service B2C 116

customer sure

JANUARY 20, 2025

If youre a CustomerSure client, you can personalise customer interactions based on real-time feedback. Tools like our survey personalisation feature ensure that every customer feels heard, driving satisfaction and trust. According to PwC , AI is revolutionising customer experiences by enabling hyper-personalised interactions.

Customer centricity 62

Customer centricity Customer retention Feedback Best practices 62

TeleDirect

APRIL 23, 2025

In an increasingly competitive insurance landscape, retaining policyholders and maintaining a high level of customer satisfaction are top priorities for insurers. In this article, we explore how specialized services optimize policyholder support and boost customer retention.

Call Center 62

Call Center Interactive Voice Response Scripts First call resolution 62

CCNG

SEPTEMBER 11, 2024

However, effective management strategies are crucial for success. The shift to remote work prompted contact centers to adapt their workforce management strategies. Performance Monitoring and Feedback: Monitor agent performance to identify improvement areas and provide clear, actionable feedback promptly.

Contact Center 195

Contact Center Technology CCNG First call resolution 195

Totango

DECEMBER 21, 2021

Building out customer success manager automation depends on the effective use of email and in-app messaging. Planning strategic emails at key milestones in your customer journey can help you deliver a smoother customer experience, yielding higher satisfaction and better retention rates. Renewal Reminders.

Management 112

Management Best practices Upselling Accountability 112

Lumoa

OCTOBER 15, 2023

How often should you collect customer feedback? There is more and more discussion about this question, especially now living in an era where customer feedback is louder than ever. It’s clear that overwhelming customers with frequent, long surveys aren’t a practical strategy.

Feedback 78

Feedback Surveys Analytics Benchmark 78